Prince Romer Varona

Specializes in Customer service, handled clients for va, data entry and cold calling. I was a Trainer for a healthcare account. I bring over 2 year of experience in the BPO healthcare sector, specializing in Medicare support and training. My career has been deeply rooted in providing quality education and support to both new hires and tenured agents, ensuring they are well-equipped to handle inquiries related to Medicare Parts A, B, C, and D.

Over the years, I’ve developed and delivered comprehensive training modules covering Medicare eligibility, enrollment, claims processing, and prescription drug plans. I focus heavily on simplifying complex information so that agents can confidently guide beneficiaries through topics like Original Medicare (Parts A & B), Medicare Advantage (Part C), and Medicare Prescription Drug Plans (Part D). My sessions often include scenario-based learning, roleplays, call simulations, and assessments to drive agent engagement and retention.

What sets me apart as a trainer is my ability to blend compliance with customer empathy. Medicare regulations are complex and constantly evolving, and I make it a point to stay up to date with CMS guidelines and communicate any changes clearly to the teams. I also train on soft skills—how to handle sensitive conversations with seniors, address prescription affordability concerns, and explain coverage gaps like the “donut hole.”

In my previous role, I successfully led multiple batches, resulting in a 98% certification rate and a noticeable improvement in first-call resolution and CSAT scores for supported lines of business. I’ve also collaborated with quality and operations teams to identify skill gaps and conduct refresher trainings, particularly around formulary changes, prior authorization, and drug tier structures under Part D.

I’m passionate about empowering agents to not only follow scripts but to genuinely understand the products and the people they serve. My goal is always to build a knowledgeable, confident, and compliant team that delivers exceptional service to Medicare beneficiaries.

I’m now looking to grow further as a healthcare trainer, take on larger responsibilities such as content development or train-the-trainer initiatives, and continue contributing to quality-driven healthcare support within the BPO industry.